Call record incoming to external call

[AlexFL]

We have calls coming in through a queue and when the agent forwards the call to an external number the call does not show up in the recordings.

Is there a way to record calls that where transferred externally?

 

[Aaron Paul]

Unfortunately, I do not believe there is a way. The reason is when you transfer to an external number, the call is then between the SIP provider and the external number. It leaves the PBX network completely.

 

[leejor]

Unless you are somehow using the the forwarding option provided by a provider (most likely not), then a call forwarded by an agent will still pass through the PBX. In on one trunk, out on the other. However, normally, recording it done by the option on an extension, so while there may be a way to achieve what you want, I do not believe it is a "normal" feature.

https://www.3cx.com/community/threads/call-recording-how-does-it-work.67865/

 

[AlexFL]

So what I tried was I created a "virtual" extension with the external number specified as mobile number and ring mobile simultaneously on.. so instead of pressing forward, external number the agent should press forward, virtual extension number.. That worked except the external number also has menu options and DTMF doesn't seem to work this way... It works fine when forwarding to the externing number directly though.. Other options?

 

[leejor]

Why it's not working, is answered in this...

https://www.3cx.com/community/threads/dtmf-not-working-on-simultaneous-ring-mobile.69074/